Manager, Support Engineer (Onward/ Managed Services) at Jobgether – United States

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Support Engineer (Onward/Managed Services) in United States.

This role offers the opportunity to lead a high-performing support engineering team focused on delivering exceptional service and technical solutions to clients. The Manager will oversee the end-to-end support lifecycle, ensuring timely resolution of complex technical issues while fostering team growth and collaboration. You will serve as the escalation point for challenging cases, provide mentorship to engineers, and maintain high standards of operational excellence. This position combines hands-on troubleshooting with strategic leadership, enabling you to influence processes, drive improvements, and enhance overall customer satisfaction. You will also manage on-call rotations and collaborate cross-functionally with product, development, and service teams to optimize support workflows. The role operates in a fully remote environment, with flexible hours aligned to client needs.

• Oversee and manage all support cases, ensuring accurate troubleshooting and timely resolution of client issues.

• Lead, coach, and mentor a team of 3–5 support engineers, fostering professional growth and high performance.

• Serve as the escalation point for complex technical issues, collaborating with cross-functional teams to resolve challenges.

• Maintain and improve internal and external technical documentation for support processes and solutions.

• Manage on-call rotations and provide hands-on support during high-severity incidents.

• Proactively identify opportunities to enhance the customer experience and drive continuous process improvements.

• Communicate effectively with stakeholders, providing updates on cases, projects, and team performance.

Requirements:

• Minimum 5 years of experience as a Salesforce Administrator, Support Engineer, or Consultant, with Salesforce Administrator 201 certification required.

• Prior experience managing a small support or technical team (3–5 members).

• Strong technical expertise in Salesforce, including debugging flows, validation rules, data issues, and complex builds.

• Knowledge of Salesforce integrations, APIs, Apex, Visualforce, and other platform features.

• Excellent communication, presentation, and documentation skills.

• Ability to handle high-pressure situations and provide guidance on Severity 1 and 2 issues.

• Familiarity with AWS services (Amazon Connect, CloudWatch) and Agile/Waterfall methodologies is a plus.

• Commitment to continuous learning and staying current with industry best practices and platform updates.

Benefits:

• Competitive salary and performance-based incentives.

• Flexible, fully remote work environment with support for work-life balance.

• Opportunities for professional development and training in Salesforce and AI technologies.

• Health, dental, and vision coverage.

• Paid time off and flexible scheduling options.

• Collaborative, innovative team culture with regular recognition and celebration of achievements.

• Exposure to cutting-edge AI and automation technologies, including Salesforce Agentforce.